The Role
The Quality Assurance Analyst monitors calls and emails, evaluates customer experiences, provides feedback, and creates QA scorecards and dashboards.
Summary Generated by Built In
WHAT YOU'LL OWN
- Monitor inbound and outbound calls, emails, and chat interactions
- Evaluate teammate performance against quality standards and company guidelines
- Assess demeanor, technical accuracy, customer service delivery, and compliance
- Provide clear, constructive, and actionable feedback to teammates and team leads
- Identify trends, flag recurring issues, and recommend process improvements
- Partner with operations and leadership to continuously raise the bar
WHO YOU ARE
- 3+ years of experience in a Quality Assurance role in a call center or BPO setting (Required)
- Detail-oriented — you catch what others miss, and you do it with care
- A confident, empathetic communicator who gives feedback that uplifts, not discourages
- Analytical thinker who can spot patterns and translate them into actionable insights
- Familiar with QA tools, scorecards, and calibration processes
- Self-driven and thrives working independently in a remote environment
- Flexible with shifting schedules and committed to consistency
- Full-time remote work with a complete WFH support program
- Maxicare HMO + PhilHealth coverage
- SIL, PTO, and a special birthday leave
- Paid vacation leave
- Zero-interest employee loan program
- Performance bonuses and merit-based recognition
- Monthly Gen Pow-Wows and team engagement events with prizes
- Arvios Leadership Development Academy and workshop programs
- Monthly 1-on-1 touchbase calls with your HR partner
HOME OFFICE REQUIREMENTS (MUST PROVIDE SCREENSHOT)
- Stable internet connection with at least 100 Mbps postpaid
- Laptop/Computer Specs: (at least 16GB RAM and Intel i5 core processor equivalent or up)
- Noise-Cancelling Headset
- Dual Monitor is mandatory
- Backup Internet Connection (Prepaid Home WIFI Router or Pocket WIFI) and Power Outage Backup
Skills Required
- At least 3 years of Quality Assurance Analyst experience
- Excellent communication and time management skills
- Proficiency in Excel and the Google Suite of Apps
- Must be trustworthy and able to keep confidential information
- Excellent listening, verbal, written, and interpersonal communication skills
- Keen attention to detail
- Knowledge of Microsoft Office Suite Products
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The Company
